IT Support Technician Apprentice

TieTalent; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

A large law firm in Sheffield is looking for an IT Support Technician to join their IT services team. The role involves providing user support, troubleshooting various technologies, and ensuring effective communication with users and third-party companies. Ideal candidates will possess strong organizational and communication skills, and be eager to learn and improve their IT knowledge.

Responsibilities

• Act as the first point of contact for all business IT incidents.
• Investigate and resolve incidents, escalating as necessary.
• Monitor call lists to ensure effective handling of all calls.

Skills

Organizational Skills

Communication

Tools

Microsoft Office

VMware

Citrix

AnyConnect

Office365

Apple Devices

Document Management System

Job description

IT Support Technician

A large law firm is seeking a highly motivated, enthusiastic team player to join the IT services team, providing user support.

Key Duties

1. Act as the first point of contact for all business IT incidents, answering calls professionally and helpfully to understand the caller's problem or requirement.
2. Investigate and resolve incidents to the best of your ability, escalate to DWP and Technical Support Team (TST) as necessary, and ensure all calls are recorded effectively in the call logging system.
3. Monitor call lists to ensure effective handling of all calls according to service standards.
4. Support and troubleshoot technologies such as Document Management System (Worksite), Outlook, Expert, Workshare, Enterprise Vault, Laser Forms, AnyConnect, VMware, Microsoft Office 2010 applications, Intelligent Hub, MS Intune, Office365, Citrix, laptops, desktops, and Apple devices.
5. Build, configure, and maintain all PCs and laptops.
6. Procure and support all London iPhones.
7. Provide customers with regular updates, ensuring they are fully aware of the status and progress of their calls.
8. Share information and knowledge actively with team members to continually improve IT skills and knowledge.
9. Follow all processes and procedures as outlined in the Best Practice Guide, including Incident and Problem Management.
10. Assist with project work, including floor walking.
11. Communicate with third-party companies regarding warranty and new products.
12. Stay updated with new and evolving PC, laptop, and iPhone platforms.
13. Maintain good communication with international IT contacts, sharing knowledge and procedures.

Candidate Requirements

• Strong organizational skills.
• Good written and oral communication skills.